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Commonwealth Bank of Australia: Unbanklike Experimentation
Buell, Ryan W.; John, Leslie K.Case HBS-619018-EService and Operations ManagementIn August 2017, Commonwealth Bank of Australia was looking for ways to differentiate itself from competing banks, and was also trying to improve the financial wellbeing of its customers. One domain where this was particularly relevant was in its bank-issued credit card business, where customers routinely selected cards that although profitable for the bank could be a poor fit for customers' needs - leading to low satisfaction scores, cancellation...Starting at €8.20
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Babcom: Opening Doors
Buell, Ryan W.; Margolis, Joshua D.; Eiran, MargotCase HBS-418026-ELeadership and People ManagementStarting at €8.20
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Operational Transparency
Buell, Ryan W.Article HBS-R1902H-EService and Operations ManagementConventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the scenes, causing them to place a lower value on the product or service being offered. To address this problem, managers should experiment with operational transparency--the deliberate des...Starting at €8.20
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Managing Service Operations
Buell, Ryan W.Teaching Note HBS-620090-EService and Operations ManagementStarting at €0.00
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New Heritage Doll Company, Teaching Note
Luehrman, Timothy A.; Abelli, HeideTeaching Note HBS-4213-EFinanceTeaching Note for 4212.Starting at €0.00
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Customer Compatibility Exercise, Teaching Note
Buell, Ryan W.Teaching Note HBS-620078-EService and Operations ManagementTeaching note for case 616043.Starting at €0.00
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Finance Online Course: Introductory Section, Teaching Note
Luehrman, Timothy A.Teaching Note HBS-6013-EFinanceTeaching Note for 6000Starting at €0.00
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Blaine Kitchenware, Inc.: Capital Structure, Teaching Note
Luehrman, Timothy A.; Heilprin, Joel L.Teaching Note HBS-4041-EFinanceTeaching Note for 4040Starting at €0.00
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Finance Reading: Capital Structure Theory, Teaching Note
Luehrman, Timothy A.Teaching Note HBS-5188-EFinanceTeaching note for product 5187.Starting at €0.00
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Transforming Customer Engagement in Service Operations
Buell, Ryan W.Teaching Note HBS-620089-EService and Operations ManagementStarting at €0.00